Methods, systems, and products for dynamically-changing IVR architectures

ABSTRACT

Methods, systems, and products are disclosed for dynamically changing an Interactive Voice Response (IVR) system. Responses to a menu of prompts are monitored. A presentation order of the menu of prompts is automatically updated according to a set of rules. The set of rules describe qualifications for dynamically changing the menu of prompts.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation application of U.S. application Ser.No. 11/300,186, filed Dec. 14, 2005, now issued as U.S. Pat. No.7,773,731, and incorporated herein by reference in its entirety.

BACKGROUND

This application generally relates to communications and, moreparticularly, to messaging and to message synthesis.

Prompting systems are very popular in today's communicationsenvironment. These prompting systems, such as an Interactive VoiceResponse (IVR) system, quickly direct a user to a particular department,extension, or information. These prompting systems, additionally, are anefficient and less expensive method of resolving customer inquiries.Although a minority of users lament the loss of human operators, mostusers are satisfied with the faster customer service offered by today'sprompting systems.

While prompting systems are great for both businesses and users,prompting systems often become stale. That is, the menu of promptsbecomes outdated or even wrong. Because business budgets are oftentight, only rarely will the menu of prompts be analyzed and compared tocurrent needs. The budget must also fund one or more softwareprogrammers to reconfigure the menu of prompts to reflect the update.(The user then often hears the standard message “Please pay carefulattention—our menu items have changed.”) Because most businesses,however, only rarely budget money to review and to modify the menu ofprompts, the menu of prompts is often outdated. Menus may be so outdatedthat they sometimes result in a frustrating “dead end.” What is needed,then, is a prompting system that automatically updates itself, reducingthe need for human analysis and reconfiguration.

SUMMARY

The aforementioned problems, and other problems, are reduced, accordingto the exemplary embodiments, using methods, systems, and products thatdynamically change a menu of prompts in a prompting system. Theprompting system may be voice-based, such as an Interactive VoiceResponse (IVR) system. The prompting system, however, could also prompta user with electronic messages. However the prompts are made, exemplaryembodiments dynamically change the prompts whenever needed, with littleor no human interaction. That is, exemplary embodiments describe a“self-learning” menu of prompts. The exemplary embodiments automaticallyreconfigure the menu of prompts according to a set of rules. This set ofrules defines how the menu of prompts may be autonomously anddynamically changed. The set of rules, additionally, may also establishboundaries that limit or confine those dynamic changes. The promptingsystem then uses this set of rules when reconfiguring the menu ofprompts.

The exemplary embodiments describe a method for dynamically changing anInteractive Voice Response (IVR) system. Responses to a menu of promptsare monitored. Responsive to the responses, a presentation order of themenu of prompts is automatically updated according to a set of rules.The set of rules describes qualifications for dynamically changing themenu of prompts based on the responses.

In another of the embodiments, a system is disclosed for dynamicallychanging an Interactive Voice Response (IVR) system. An InteractiveVoice Response (IVR) application is stored in memory and a processorcommunicates with the memory. The processor monitors responses to a menuof prompts in the IVR system. Responsive to the responses, the processorautomatically updates a presentation order of the menu of according to aset of rules. The set of rules describes qualifications for dynamicallychanging the menu of prompts based on the responses.

In yet another embodiment, a computer program product is also disclosedfor dynamically changing an Interactive Voice Response (IVR) system. Thecomputer program product comprises a computer-readable medium storingcomputer code. This computer code monitors responses to a menu ofprompts in the IVR system. Responsive to the responses, the computercode automatically updates a presentation order of the menu of promptsaccording to a set of rules. The set of rules describes qualificationsfor dynamically changing the menu of prompts based on the responses.

Other systems, methods, and/or computer program products according tothe exemplary embodiments will be or become apparent to one withordinary skill in the art upon review of the following drawings anddetailed description. It is intended that all such additional systems,methods, and/or computer program products be included within thisdescription, be within the scope of the claims, and be protected by theaccompanying claims.

BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS

These and other features, aspects, and advantages of the exemplaryembodiments are better understood when the following DetailedDescription is read with reference to the accompanying drawings,wherein:

FIG. 1 is a schematic illustrating an Interactive Voice Response (IVR)system, according to exemplary embodiments;

FIGS. 2 and 3 are schematics illustrating promotion rules, according toexemplary embodiments;

FIGS. 4 and 5 are schematics illustrating demotion rules, according tomore exemplary embodiments;

FIGS. 6 and 7 are schematics illustrating compression rules, accordingto more exemplary embodiments;

FIGS. 8 and 9 are schematics illustrating intra-tier expansion rules,according to even more exemplary embodiments;

FIGS. 10 and 11 are schematics illustrating boundary rules, according tostill more exemplary embodiments;

FIGS. 12-14 are schematics illustrating vocal tags, according toexemplary embodiments;

FIGS. 15 and 16 are schematics illustrating a communication to an IVRsystem, according to exemplary embodiments;

FIG. 17 depicts a possible operating environment for exemplaryembodiments; and

FIG. 18 is a flowchart illustrating a method for dynamically changing anInteractive Voice Response (IVR) system.

DETAILED DESCRIPTION

The exemplary embodiments will now be described more fully hereinafterwith reference to the accompanying drawings. The exemplary embodimentsmay, however, be embodied in many different forms and should not beconstrued as limited to the embodiments set forth herein. Theseembodiments are provided so that this disclosure will be thorough andcomplete and will fully convey the scope of the invention to those ofordinary skill in the art. Moreover, all statements herein recitingembodiments, as well as specific examples thereof, are intended toencompass both structural and functional equivalents thereof.Additionally, it is intended that such equivalents include bothcurrently known equivalents as well as equivalents developed in thefuture (i.e., any elements developed that perform the same function,regardless of structure).

Thus, for example, it will be appreciated by those of ordinary skill inthe art that the diagrams, schematics, illustrations, and the likerepresent conceptual views or processes illustrating the exemplaryembodiments. The functions of the various elements shown in the figuresmay be provided through the use of dedicated hardware as well ashardware capable of executing associated software. Similarly, anyswitches shown in the figures are conceptual only. Their function may becarried out through the operation of program logic, through dedicatedlogic, through the interaction of program control and dedicated logic,or even manually, the particular technique being selectable by theentity implementing this invention. Those of ordinary skill in the artfurther understand that the exemplary hardware, software, processes,methods, and/or operating systems described herein are for illustrativepurposes and, thus, are not intended to be limited to any particularnamed manufacturer.

According to exemplary embodiments, methods, systems, and products aredisclosed that dynamically change a menu of prompts in a promptingsystem. The prompting system may be voice-based, such as an InteractiveVoice Response (IVR) system. The prompting system, however, could alsoprompt a user with electronic messages. However the prompts are made,exemplary embodiments dynamically change the prompts whenever needed,with little or no human interaction. That is, exemplary embodimentsdescribe a “self-learning” menu of prompts. The exemplary embodimentsreconfigure the menu of prompts according to a set of rules. This set ofrules defines how the menu of prompts may be autonomously anddynamically changed. The set of rules, additionally, may also establishboundaries that limit or confine those dynamic changes. The promptingsystem then uses this set of rules when reconfiguring the menu ofprompts.

FIG. 1 is a schematic illustrating an Interactive Voice Response (IVR)system 20, according to exemplary embodiments. The IVR system 20comprises an Interactive Voice Response (IVR) application 22 stored inmemory 24 of a computer 26. (Although the computer 26 is simply shown,FIG. 17 and its accompanying text provide a more detailed explanation ofthe computer 26.) The IVR system 20 may couple to a voice generationunit 28 and to a response receiver 30. The voice generation unit 28generates voice messages, and the response receiver 30 receivesresponses to those voice messages. The responses may be Dual-Tone ModelFrequency (DTMF) inputs, such that the response receiver 30 receives andtransmits the DTMF inputs. The responses may be vocal or audible andanalyzed and interpreted by voice recognition. The responses may beelectronic messages received by the IVR application 22. The operatingprinciples and componentry of a typical IVR system are well understoodby those of ordinary skill in the art and thus will not be furtherexplained here. If the reader desires a further explanation, the readeris directed to the following sources, all incorporated herein byreference: U.S. Pat. No. 6,016,336 to Hanson (Jan. 18, 2000); U.S. Pat.No. 6,370,238 to Sansone et al. (Apr. 9, 2002); U.S. Pat. No. 6,456,619to Sassin et al. (Sep. 24, 2002); U.S. Pat. No. 6,487,277 to Beyda etal. (Nov. 26, 2002); U.S. Pat. No. 6,885,733 to Pearson et al. (Apr. 26,2005); and U.S. Pat. No. 6,922,466 to Peterson et al. (Jul. 26, 2005).

The IVR system 20 differs from a conventional IVR system at leastbecause it dynamically changes its menu. The IVR system 20 audiblyand/or visually presents a menu 32 of prompts to users. The menu 32 ofprompts is stored in the memory 24. As the users respond to the menu 32of prompts, the responses are stored in a database 34. The database 34may also store or maintain historical statistics describing theresponses. The IVR system 20 uses the IVR application 22 to monitor andto analyze those responses to automatically and to dynamically changethe menu 32 of prompts. According to exemplary embodiments, the menu 32of prompts is dynamically changed to reflect the frequency or popularityof prompts. Those prompts that are frequently selected are promotedwithin the menu hierarchy. Those prompts that are less popular will bedemoted. The hierarchical tree structure of the menu 32 of promptsdynamically changes based on users' responses. Rather than being astatic structure, the menu 32 of prompts expands and contracts toreflect frequency of use. Because the hierarchical tree structure canself-adjust, customer service improves.

According to exemplary embodiments, the IVR system 20 dynamicallychanges according to a set 36 of rules. The set 36 of rules describesthe qualifications for dynamically changing the menu 32 of prompts. Theset 36 of rules is stored in the memory 24. Because the hierarchicaltree structure can self-adjust, the set 36 of rules imposes restrictionson the configuration of the tree structure. The IVR application 22 usesthe set 36 of rules to determine how a prompt qualifies for movementwithin the tree structure. The set 36 of rules also limits thehierarchical tree structure to defined boundaries. These boundariesensure that the number of branches and/or tiers within the tree do notgrow too large or too small. The IVR application 22 may also use the set36 of rules to compare historical statistics stored in the database 34.The IVR application 22 may thus use historical statistics toadditionally or alternatively determine changes in the presentationorder of the menu 32 of prompts.

In the figures that are described below, as in FIG. 1, the referencenumeral 20 is used to refer to an IVR system and the reference numeral22 is used to the refer to an IVR application for ease of illustration.However, it should be appreciated that an IVR system 20 and the IVRapplication 22 need not include all the elements and capabilitiesdescribed with reference to the figures below. Rather, the IVR system 20and the IVR application 22, according to exemplary embodiments, mayinclude one or any combination of elements and capabilities fordynamically ordering the menu 32 of prompts described with reference tothe figures.

FIGS. 2 and 3 are schematics illustrating promotion rules, according toexemplary embodiments. Here the set 36 of rules includes one or morepromotion rules 38. The promotion rules 38 describe the qualificationsor requirements for promoting any prompt to a higher level or tierwithin the menu 32 of prompts. The promotion rules 38 may include one ormore promotion thresholds 40. The promotion thresholds 40 represent aminimum number of selections or responses that are required forpromotion between tiers. As FIG. 3 illustrates, a prompt 42 may bepromoted from a lower level 44 to a higher level 46 within thehierarchical tree structure 48. When the cumulative number of responsesto the prompt 40 equals or exceeds the promotion threshold 40, then theInteractive Voice Response (IVR) application 22 has authority to move orpromote the prompt 40 to the higher level 46.

FIG. 3 also illustrates inter-tier thresholds within the hierarchicaltree structure 48, according to an exemplary embodiment. FIG. 3illustrates a hierarchical tree of prompts for a hospital or othermedical facility. FIG. 3 illustrates three levels of prompts, with eachhierarchical level having an associated threshold. A first tier 50, forexample, may have a first tier threshold 52. The first tier 50 isreserved for only the most popular prompts. Suppose the first tierthreshold 52 is thirty percent (30%). Thus, any prompts receiving atleast 30% of the responses occupy the first tier 50. A second tier 54has a second tier threshold 56. Perhaps this second tier threshold 56 isfifteen percent (15%), meaning any prompts receiving at least 15% of theresponses occupy the second tier 54, that are not already promoted tothe first tier. A lowest, third tier 58 would then be reserved for theleast popular prompts. As FIG. 3 illustrates, when the number ofresponses for the “Billing” prompt 42 exceeds the promotion threshold40, then the Interactive Voice Response (IVR) application 22 hasauthority to move or promote the “Billing” prompt 42 to the first tier50. The remaining second tier prompts (such as “Patient Information” and“Operator”) remain in the second tier 54 (unless, of course, they alsosatisfy the promotion threshold 40).

The promotion rules 38, then, determine when a prompt is promoted to ahigher level within the hierarchical tree structure 48. As theInteractive Voice Response (IVR) application 22 monitors and analyzesthe cumulative responses, the IVR application 22 determines thepercentage of responses for any prompt. If any prompt's percentagesatisfies a tier threshold, then that prompt may be promoted to a higherlevel or tier. As the following paragraphs explain, however, other rulesmay limit the ability of IVR application 22 to promote prompts.

FIGS. 4 and 5 are schematics illustrating demotion rules, according tomore exemplary embodiments. Here the set 36 of rules includes one ormore demotion rules 62. The demotion rules 62 describe thequalifications or requirements for demoting a prompt down one or morehierarchical levels. The demotion rules 62 may include one or moredemotion thresholds 64. The demotion thresholds 64 represent a minimumnumber of selections or responses that are required to occupy a tier. Ifa prompt does not receive the minimum number of responses, then the IVRapplication 22 could demote the prompt down one or more levels or tiers.As FIG. 5 illustrates, a prompt 66 may be demoted from the first tier 50to the second tier 54. When the cumulative number of responses to theprompt 66 is less than or equal to a first demotion threshold 68, thenthe Interactive Voice Response (IVR) application 22 has authority tomove or demote the prompt 66 to the second tier 54.

FIG. 5 also illustrates inter-tier demotion thresholds. Eachhierarchical level has an associated demotion threshold. The first tier50, for example, has the first demotion threshold 68, while the secondtier 54 has a corresponding second demotion threshold 70. Whenever aprompt's popularity can no longer satisfy a demotion threshold, thenthat prompt is demoted down one or more tiers. Again, those prompts withthe least percentage of responses occupy the lowest tier (e.g., thethird tier 58).

The same tier need not have equal promotion and demotion thresholds. Atfirst glace the reader might think a tier's promotion and demotionthresholds would be the same value. If a certain threshold is requiredfor promotion into a tier, then any percentage below that same thresholdwould qualify for demotion. Yet an administrator may configure a tier tohave different promotion and demotion thresholds. Even though a promptmay qualify for promotion into a tier, the administrator may want adifferent percentage qualification for demotion. These unequalpromotion/demotion thresholds could be especially useful when a tier canonly accommodate a fixed number of prompts. That is, before a prompt canbe promoted into a tier, some other prompt in that same tier must bedemoted. The demotion threshold would determine the qualifications fordemoting one prompt and substituting another prompt.

FIGS. 6 and 7 are schematics illustrating compression rules, accordingto more exemplary embodiments. Here the set 36 of rules includes one ormore compression rules 80. The compression rules 80 describe thequalifications or requirements for generically grouping less popularprompts within a hierarchical level. The compression rules 80 describehow one or more prompts are grouped together as a common category orunder a common prompt. The compression rules 80 may include one or morecompression thresholds 82. The compression thresholds 82 represent aminimum number of selections or responses that are required to occupy aposition within a tier. If a prompt qualifies for a tier, but the promptcannot qualify for an explicit message, then that prompt is genericallygrouped with other prompts. Suppose a message states “Select 1 for theRadiology Department, select 2 for the Oncology Department, select 3 forthe Billing Department, and select 4 for all other areas.” Any promptnot related to radiology, oncology, or billing is categorically groupedunder “Other.”

FIG. 7 illustrates an intra-tier compression threshold 84. Suppose thefirst tier 50 is limited to four (4) prompts. Using the medical examplefrom above, a first prompt 86 is “Radiology,” a second prompt 88 is“Oncology,” a third prompt 90 is “Billing,” and a fourth prompt 92 is“Women's Services.” Because the first tier 50 includes the genericprompt “Women's Services” 92, the first tier 50 has a sub-tier 94. Thesub-tier 94 contains those prompts grouped under the generic prompt“Women's Services” 92. The first tier's compression threshold 84, then,determines what prompts get compressed into the generic prompt “Women'sServices” 92. Remember the first tier 50 is limited to four (4) prompts.If an administrator chooses the first tier threshold 52 such that morethan four prompts qualify for admission into the first tier 50, then theIVR application 22 must create the sub-tier 94 to accommodate all thequalifying first tier prompts. The IVR application 22 then uses thefirst intra-tier compression threshold 84 to determine what qualifyingprompts are compressed under a generic grouping (e.g., the genericprompt “Women's Services” 92). The administrator may, instead, redefinethe first tier threshold 52 and/or the first demotion threshold 68 toreduce the number of qualifying first-tier prompts.

FIGS. 8 and 9 are schematics illustrating intra-tier expansion rules,according to even more exemplary embodiments. Here the set 36 of rulesincludes one or more expansion rules 96. The expansion rules 96 describethe qualifications or requirements for removing a prompt from a groupingof prompts. The expansion rules 96 may include one or more expansionthresholds 97. Continuing to use the medical example, the sub-tier 94contains those prompts grouped under the generic prompt “Women'sServices” 92. The first tier 50 has an associated expansion threshold98. The expansion threshold 98 determines the percentage of responsesneeded to remove a prompt from under a generic grouping (e.g., thegeneric prompt “Women's Services” 92). If a tier is constrained to afixed number of prompts, then the expansion threshold 98 would determinethe qualifications for intra-swapping positions within the tier. Again,because the first tier 50 has been confined to four (4) prompts, andbecause more than four prompts qualify for admission into the first tier50, the Interactive Voice Response (IVR) application 22 must create thesub-tier 94 to accommodate all the qualifying first tier prompts. TheInteractive Voice Response (IVR) application 22 uses the first tier'sexpansion threshold 98 to determine what prompt qualifies for anexplicit message.

FIGS. 10 and 11 are schematics illustrating boundary rules, according tostill more exemplary embodiments. Here the set 36 of rules includes oneor more boundary rules 100. The boundary rules 100 enforce boundariesfor the menu 32 of prompts. As the IVR application 22 monitors andanalyzes the cumulative responses, the boundary rules 100 confine thehierarchical tree structure 48. The boundary rules 100, for example, mayspecify a maximum number 102 of hierarchical levels within the menu 32of prompts. The boundary rules 100 may also specify a maximum number 104of prompts within any hierarchical level or tier. The boundary rules100, additionally, may specify a minimum number of hierarchical levelsand a minimum number of prompts within any hierarchical level or tier.Suppose the boundary rules confine the hierarchical tree structure 48 tothree (3) tiers (e.g., the first tier 50, the second tier 54, and thethird tier 58). That is, the IVR application 22 can only reconfigure thehierarchical tree structure 48 as three (or less) tiers. Four or morelevels would violate the boundary rules 100. Similarly, the boundaryrules 100 may confine the number of prompts within any tier. When thenumber of prompts within a tier reaches the maximum permitted, the IVRapplication 22 may create a sub-tier within a tier. The IVR application22 may additionally or alternately reconfigure the hierarchical treestructure 48 so that a sub-tier is not required.

The set 36 of rules may also include time and/or usage rules. A promptmay be inserted, or deleted, based on time and/or usage. A prompt, forexample, may be relevant and, thus, remain on a particular tier until aspecific removal date. A prompt may also remain on a tier until itsusage or number of responses falls below a threshold. Suppose a promptsays “Those needing re-ticketing due to Hurricane Katrina, press 1.” Asthis prompt's usage diminishes on the tier, the prompt may move down themenu of prompts. This same prompt, however, may not get demoted, basedon other rules, until a date of expiration (such as after ten days).

FIGS. 12-14 are schematics illustrating vocal tags, according toexemplary embodiments. Each prompt may be assigned a vocal tag 104. Eachprompt's vocal tag 104 describes a genre, a category, and/or asubcategory associated with the prompt. Again using the medical examplefrom above, each prompt 86, 88, 90, and 92 has an associated vocal tag106, 108, 110, and 112. The vocal tag 106 “Radiology” corresponds to thefirst prompt 86. The vocal tag 108 “Oncology” corresponds to the secondprompt 88. The vocal tag 110 “Billing” corresponds to the third prompt90, and the vocal tag 112 “Women's Services” corresponds to the fourthprompt 92. As the Interactive Voice Response (IVR) application (shown asreference numeral 22 in FIGS. 1-11) dynamically changes the hierarchicaltree structure 48, based on the aggregate responses, each prompt's vocaltag 104 follows the prompt. When the IVR application audibly presentsthe reconfigured hierarchical tree structure 48, the IVR applicationconcatenates the vocal tags 104 within a level or tier. Each vocal tag104, then, identifies its associated prompt, regardless of the prompt'sposition within the tier.

An example helps explain vocal tags. As FIG. 12 illustrates, the firsttier 50 comprises the prompts 86, 88, 90, and 92. The correspondingvocal tags are “Radiology,” “Oncology,” “Billing,” and “Women'sServices.” These prompts are popular and, thus, occupy the first tier50. Yet suppose these same prompts vary in their respective popularity,such that the Interactive Voice Response (IVR) application dynamicallychanges their spoken order within the first tier 50. Because eachprompt's vocal tag follows the prompt, no matter how the first tier 50is rearranged, the IVR application can logically and clearly recitetheir new order. Should the IVR application rearrange the first-tierprompts to the order of 88, 86, 90, and 92, FIG. 13 illustrates how theIVR application 22 similarly rearranges the corresponding vocal tags108, 106, 110, and 112. The IVR application 22 then concatenates thevocal tags as “Oncology,” “Radiology,” “Billing,” and “Women'sServices,” thus maintaining the first tier's correct spoken order.Should the IVR application 22 again rearrange the first-tier prompts tothe order of 92, 86, 90, and 88, FIG. 14 illustrates how the IVRapplication 22 similarly rearranges the corresponding vocal tags 112,106, 110, and 108. The IVR application 22 then concatenates the vocaltags as “Women's Services,” “Radiology,” “Billing,” and “Oncology,” thusagain maintaining the first tier's correct spoken order.

The vocal tags 104 resemble labels. As a prompt is dynamically movedthroughout the hierarchical tree structure 48, the prompt's associatedvocal tag follows. No matter where the Interactive Voice Response (IVR)application rearranges a prompt, the vocal tag ensures the prompt'scurrent position is correctly recited by the IVR system. Once a tier isrearranged, the vocal tags are concatenated, thus audibly presenting theprompts in their correct order. Should a prompt be compressed under ageneric category (such as the generic prompt “Women's Services” 92), theIVR system, of course, concatenates the vocal tag associated with thegeneric category.

The menu 32 of prompts may also be dynamically changed using a WorkForce Management system. The IVR system 20 may dynamically change themenu 32 of prompts based on a Work Force Management system. The IVRsystem 20 may receive an input or data from a Work Force Managementsystem. When the IVR system 20 receives this data, the IVR system 20 maycompress or expand the menu of prompts. The menu of prompts, forexample, may be expanded or compressed to reflect staffing in agrouping. Suppose, for example, the Work Force Management system sendscorrelation data corresponding to any menu tag. The menu tag may becompressed or expanded to reflect the staffing group that is coveringfor them. Because of this input from the Work Force Management system,telephone numbers need not be forwarded between work groups. One workgroup, instead, may be attached to another work group, and the menu ofprompts will cover the routing based on a parent tag.

FIGS. 15 and 16 are schematics illustrating a communication to the IVRsystem 20, according to exemplary embodiments. The IVR system 20monitors and analyzes the responses stored in the database 34. The IVRsystem 20 monitors and analyzes those responses to dynamically changethe menu 32 of prompts. The menu 32 of prompts is dynamically changed toreflect the frequency or popularity of prompts. The IVR system 20dynamically changes the menu 32 of prompts according to the set 36 ofrules. The set 36 of rules imposes restrictions on the configuration ofthe tree structure. Once the IVR system 20 completes the dynamictransformation, the IVR system 20 updates a presentation order of themenu 32 of prompts. That updated presentation is then presented tofuture callers.

FIGS. 15 and 16 illustrate such a presentation. FIG. 15 illustrates thata communication 120 is received from a user device 122. Thecommunication 120 is received via a communications network 124. Thecommunication 120 may be a telephone call, a Voice-over IP call, or anyelectronic message. FIG. 16 illustrates that, whatever the communication120, the IVR system 20 return communicates a dynamically-changed menu126 of prompts. The dynamically-changed menu 126 of prompts representsthe updated presentation order of the menu 32 of prompts. Thedynamically-changed menu 126 of prompts may be audibly presented to acaller, or the dynamically-changed menu 126 of prompts may beelectronically communicated to the user's device 122 via thecommunications network 120. The IVR system 20 audibly or visuallyprompts the user according to the updated presentation order.

FIG. 15 also illustrates a recommendation report 125, according toexemplary embodiments. This recommendation report 125 provides a previewof any dynamic changes to the menu 32 of prompts. That is, before theIVR application 22 implements any dynamic changes, the IVR application22 may first send the recommendation report 125 to a manager oradministrator. The recommendation report 125 describes the dynamicchanges as prescribed by the set 36 of rules. The recommendation report125 thus optionally permits a human manager or administrator to approveor deny the dynamically-changed menu 26 of prompts. The IVR application22, then, may dynamically change the menu 26 of prompts in an automatic,autonomous fashion or in a more limited, approval fashion.

The exemplary embodiments may be applied regardless of networkingenvironment. The communications network 120 may be a cable networkoperating in the radio-frequency domain and/or the Internet Protocol(IP) domain. The communications network 120 may have POTS componentsand/or features. The communications network 120, however, may alsoinclude a distributed computing network, such as the Internet (sometimesalternatively known as the “World Wide Web”), an intranet, a local-areanetwork (LAN), and/or a wide-area network (WAN). The communicationsnetwork 120 may include coaxial cables, copper wires, fiber optic lines,and/or hybrid-coaxial lines. The communications network 120 may eveninclude wireless portions utilizing any portion of the electromagneticspectrum and any signaling standard (such as the I.E.E.E. 802 family ofstandards, GSM/CDMA/TDMA or any cellular standard, and/or the ISM band).The concepts described herein may be applied to any wireless/wirelinecommunications network, regardless of physical componentry, physicalconfiguration, or communications standard(s).

FIG. 17 depicts a possible operating environment for exemplaryembodiments. FIG. 17 is a block diagram showing the IVR application 22residing in a processor-controlled system 150 (such as the computer 26shown in FIGS. 1-16). FIG. 17, however, may also represent a blockdiagram of any computer or communications device in which the IVRapplication 22 may operate. The IVR application 22 operates within asystem memory device. The IVR application 22, for example, is shownresiding in a memory subsystem 152. The IVR application 22, however,could also reside in flash memory 154 or peripheral storage device 156.The computer system 150 also has one or more central processors 158executing an operating system. The operating system, as is well known,has a set of instructions that control the internal functions of thecomputer system 150. A system bus 160 communicates signals, such as datasignals, control signals, and address signals, between the centralprocessor 158 and a system controller 162. The system controller 162provides a bridging function between the one or more central processors158, a graphics subsystem 164, the memory subsystem 152, and a PCI(Peripheral Controller Interface) bus 166. The PCI bus 166 is controlledby a Peripheral Bus Controller 168. The Peripheral Bus Controller 168 isan integrated circuit that serves as an input/output hub for variousperipheral ports. These peripheral ports could include, for example, akeyboard port 170, a mouse port 172, a serial port 174, and/or aparallel port 176 for a video display unit, one or more external deviceports 178, and external hard drive ports 180 (such as IDE, ATA, SATA, orSCSI). The Peripheral Bus Controller 168 could also include an audiosubsystem 182. Those of ordinary skill in the art understand that theprogram, processes, methods, and systems described herein are notlimited to any particular computer system or computer hardware.

One example of the central processor 158 is a microprocessor. AdvancedMicro Devices, Inc., for example, manufactures a full line of ATHLON™microprocessors (ATHLON™ is a trademark of Advanced Micro Devices, Inc.,One AMD Place, P.O. Box 3453, Sunnyvale, Calif. 94088-3453,408.732.2400, 800.538.8450, www.amd.com). The Intel Corporation alsomanufactures a family of X86 and P86 microprocessors (Intel Corporation,2200 Mission College Blvd., Santa Clara, Calif. 95052-8119,408.765.8080, www.intel.com). Other manufacturers also offermicroprocessors. Such other manufacturers include Motorola, Inc. (1303East Algonquin Road, P.O. Box A3309 Schaumburg, Ill. 60196,www.Motorola.com), International Business Machines Corp. (New OrchardRoad, Armonk, N.Y. 10504, (914) 499-1900, www.ibm.com), and TransmetaCorp. (3940 Freedom Circle, Santa Clara, Calif. 95054,www.transmeta.com). Those skilled in the art further understand that theprogram, processes, methods, and systems described herein are notlimited to any particular manufacturer's central processor.

According to an exemplary embodiment, any of the WINDOWS@ (WINDOWS@ is aregistered trademark of Microsoft Corporation, One Microsoft Way,Redmond Wash. 98052-6399, 425.882.8080, www.Microsoft.com) operatingsystems may be used. Other operating systems, however, are alsosuitable. Such other operating systems would include the UNIX® operatingsystem (UNIX® is a registered trademark of the Open Source Group,www.opensource.org), the UNIX-based Linux operating system, WINDOWS NT®,and Mac® OS (Mac® is a registered trademark of Apple Computer, Inc., 1Infinite Loop, Cupertino, Calif. 95014, 408.996.1010, www.apple.com).Those of ordinary skill in the art again understand that the program,processes, methods, and systems described herein are not limited to anyparticular operating system.

The system memory device (shown as memory subsystem 152, flash memory154, or peripheral storage device 156) may also contain an applicationprogram. The application program cooperates with the operating systemand with a video display unit (via the serial port 174 and/or theparallel port 176) to provide a Graphical User Interface (GUI). TheGraphical User Interface typically includes a combination of signalscommunicated along the keyboard port 170 and the mouse port 172. TheGraphical User Interface provides a convenient visual and/or audibleinterface with a subscriber of the computer system 150.

FIG. 18 is a flowchart illustrating a method for dynamically changing anInteractive Voice Response (IVR) system. Responses to a menu of promptsare monitored (Block 200). A presentation order of the menu of promptsis updated according to a set of rules (Block 202). The set of rulesdescribe qualifications for dynamically changing the menu of prompts.According to exemplary embodiments, the set of rules may cause promotionof a prompt up a hierarchical level according to a promotion rule (Block204). The promotion rule describes qualifications for promoting anyprompt to a higher level within the menu of prompts. The set of rulesmay cause demotion of a prompt down a hierarchical level according to ademotion rule (Block 206). The demotion rule describes qualificationsfor demoting any prompt to a lower level within the menu of prompts. Theset of rules may cause compression of a prompt within a hierarchicallevel according to a compression rule (Block 208). The compression ruledescribes qualifications for grouping prompts within the hierarchicallevel. The set of rules may cause expansion of a prompt within ahierarchical level according to an expansion rule (Block 210). Theexpansion rule describes qualifications for removing the prompt from agrouping of prompts. The set of rules may cause enforcement ofboundaries for the menu of prompts according to boundary rules (Block212). The boundary rules specify i) a maximum number of hierarchicallevels within the menu of prompts, and ii) a maximum number of promptswithin a hierarchical level. The hierarchical tree architecture of themenu of prompts is updated according to the rules and according to theresponses (Block 214). Vocal tags assigned to the prompts may beconcatenated (Block 216), such that when the presentation order of themenu of prompts is dynamically changed, the vocal tag is audiblypresented to identify the prompt. The vocal tag describes at least oneof a genre, a category, and a subcategory associated with the prompt. Auser of the IVR system is then prompted according to the updatedpresentation order (Block 218).

The IVR application (shown as reference numeral 22 in the FIGS.) may bephysically embodied on or in a computer-readable medium. Thiscomputer-readable medium may include CD-ROM, DVD, tape, cassette, floppydisk, memory card, and large-capacity disk (such as IOMEGA®, ZIP®,JAZZ®, and other large-capacity memory products (IOMEGA®, ZIP®, andJAZZ® are registered trademarks of Iomega Corporation, 1821 W. IomegaWay, Roy, Utah 84067, 801.332.1000, www.iomega.com). Thiscomputer-readable medium, or media, could be distributed toend-subscribers, licensees, and assignees. These types ofcomputer-readable media, and other types not mention here but consideredwithin the scope of the exemplary embodiments, allow the web browser tobe easily disseminated. A computer program product comprises the IVRapplication stored on the computer-readable medium. The IVR applicationcomprises computer-readable instructions/code for dynamically changingan Interactive Voice Response (IVR) system.

The IVR application may be physically embodied on or in any addressable(e.g., HTTP, I.E.E.E. 802.11, Wireless Application Protocol (WAP))wireless device capable of presenting an IP address. Examples couldinclude a computer, a wireless personal digital assistant (PDA), anInternet Protocol mobile phone, or a wireless pager.

While the exemplary embodiments have been described with respect tovarious features, aspects, and embodiments, those skilled and unskilledin the art will recognize the exemplary embodiments are not so limited.Other variations, modifications, and alternative embodiments may be madewithout departing from the spirit and scope of the exemplaryembodiments.

1. A method for dynamically changing an interactive voice responsesystem, comprising: monitoring cumulative responses from callers to ahierarchical menu of prompts in the interactive voice response system;retrieving thresholds associated with tiers in the hierarchical menu ofprompts, each threshold representing a minimum number of responses to aprompt that is required for occupying one of the tiers within thehierarchical menu of prompts; promoting the prompt from a lower tier toa higher tier within the hierarchical menu of prompts when a cumulativenumber of responses to the prompt at least equals a threshold associatedwith the higher tier; and dynamically rearranging the hierarchical menuof prompts.
 2. The method according to claim 1, further comprisingdemoting the prompt from the higher tier to the lower tier within thehierarchical menu of prompts when the cumulative number of responses tothe prompt is less than the threshold associated with the higher tier.3. The method according to claim 1, further comprising demoting theprompt from the higher tier to the lower tier within the hierarchicalmenu of prompts when the cumulative number of responses to the prompt isless than the minimum number of responses that are required to occupythe higher tier.
 4. The method according to claim 1, further comprisingretrieving a rule describing how many prompts may be grouped within theone tier.
 5. The method according to claim 1, further comprisingretrieving a rule describing how many prompts may be grouped within ahierarchical level of the menu of prompts.
 6. The method according toclaim 1, further comprising retrieving a compression thresholdrepresenting the minimum number of responses that is required to occupya position within the one tier.
 7. The method according to claim 1,further comprising compressing prompts into a sub-tier within thehierarchical level of the menu of prompts.
 8. The method according toclaim 1, further comprising retrieving an intra-tier compressionthreshold that determines which prompts are compressed under a genericgrouping within the menu of prompts.
 9. A system, comprising: aprocessor; and memory for storing code that when executed causes theprocessor to perform operations, the operations comprising: monitoringcumulative responses from callers to a hierarchical menu of prompts inan interactive voice response system; retrieving thresholds associatedwith tiers in the hierarchical menu of prompts, each thresholdrepresenting a minimum number of responses to a prompt that is requiredfor occupying one of the tiers within the hierarchical menu of prompts;promoting the prompt from a lower tier to a higher tier within thehierarchical menu of prompts when a cumulative number of responses tothe prompt at least equals a threshold associated with the higher tier;and dynamically rearranging the hierarchical menu of prompts.
 10. Thesystem according to claim 9, wherein the operations further comprisedemoting the prompt from the higher tier to the lower tier within thehierarchical menu of prompts when the cumulative number of responses tothe prompt is less than the threshold associated with the higher tier.11. The system according to claim 9, wherein the operations furthercomprise demoting the prompt from the higher tier to the lower tierwithin the hierarchical menu of prompts when the cumulative number ofresponses to the prompt is less than a minimum number of responses thatare required to occupy the higher tier.
 12. The system according toclaim 9, wherein the operations further comprise retrieving a ruledescribing how many prompts may be grouped within the one tier.
 13. Thesystem according to claim 9, wherein the operations further compriseretrieving a rule describing how many prompts may be grouped within ahierarchical level of the menu of prompts.
 14. The system according toclaim 9, wherein the operations further comprise retrieving acompression threshold representing the minimum number of responses thatis required to occupy a position within the one tier.
 15. The systemaccording to claim 9, wherein the operations further comprisecompressing prompts into a sub-tier within the hierarchical level of themenu of prompts.
 16. The system according to claim 9, wherein theoperations further comprise retrieving an intra-tier compressionthreshold that determines which prompts are compressed under a genericgrouping within the menu of prompts.
 17. A computer readable memorystoring code that when executed by a processor causes the processor toperform operations, the operations comprising: monitoring cumulativeresponses from callers to a hierarchical menu of prompts in theinteractive voice response system; retrieving thresholds associated withtiers in the hierarchical menu of prompts, each threshold representing aminimum number of responses to a prompt that is required for occupyingone of the tiers within the hierarchical menu of prompts; promoting theprompt from a lower tier to a higher tier within the hierarchical menuof prompts when a cumulative number of responses to the prompt at leastequals a threshold associated with the higher tier; and dynamicallyrearranging the hierarchical menu of prompts.
 18. The computer readablememory according to claim 17, further comprising code for demoting theprompt from the higher tier to the lower tier within the hierarchicalmenu of prompts when the cumulative number of responses to the prompt isless than the threshold associated with the higher tier.
 19. Thecomputer readable memory according to claim 17, further comprising codefor demoting the prompt from the higher tier to the lower tier withinthe hierarchical menu of prompts when the cumulative number of responsesto the prompt is less than a minimum number of responses that arerequired to occupy the higher tier.
 20. The computer readable memoryaccording to claim 17, further comprising code for retrieving a ruledescribing how many prompts may be grouped within the one tier.